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Study finds Brits don't want online-only public service contact
Exclusively online public service contact is not a popular option among UK citizens.
While 86 per cent of respondents acknowledged the importance of efficiency, just 28 per cent agreed that restricting all contact to the online channel would be a good way to save money while delivering a high quality of service.
Despite the fact that more people now have broadband access than ever before, the phone is still the most popular means of contact, with more than three-quarters of the 1,000 people surveyed having called an organisation in the six months leading up to the study.
Neil Rogers, president of global government at BT Global Services, said the research indicates that in the multichannel age, consumers will not accept having their choice of contact methods restricted.
Avaya's UK and Ireland managing director Simon Culmer added: "The new challenge for public sector contact centres is to provide inclusive services accessible for all people in a cost-effective manner."